Job Details Primary Location: Boston, MA US Other Locations: Schedule: Full-time Job Level: Individual Contributor Education Level: Bachelor's Degree (16 years) Job Type: Standard Overtime Status: Exempt Category: Technology Travel: No Job ID: 1909628 Job Description Senior Regional Support Analyst The Executive End User Support Analyst helps the executive leadership team meet their business challenges by understanding their technology needs, delivering efficiency tools, collaboration services and technology support. The Team End User Computing provides workplace solutions for all Fidelity associates including personal/mobile computing, messaging and collaboration technologies. We are an integral partner enabling the firm to deliver innovative, scalable, industry-leading investment tools that enable our associates to achieve an ambitious advantage globally.
The Senior Regional Support Analyst will provide dedicated, in person, technology, efficiency and collaboration support services to Fidelity's Senior leadership team that is modeled to how they work. The Senior Regional Support Analyst is responsible for delivering the highest level of performance, efficiency, innovation and preventative support for Fidelity's end user computing product offerings. Individual must be customer obsessed, adaptive to change and maintain the highest level of confidentiality with the leadership team.
The Expertise You Have Bachelor's degree in Computer Science, Information Technology or related discipline preferred or equivalent work experience Experience working in an enterprise environment, solving Windows, O365, MacOS and iOS, virtual and cloud solutions Microsoft Windows 10 certification, Apple certification preferred or attained within 6 months The Skills You Bring You are comfortable working directly with senior leaders. Demonstrating an expert level ability to encourage trust and maintain confidentiality with Executives by performing experienced technical support with highly professional written and oral communication skills Your experience demonstrating proficiency installing, solving and supporting laptops, MacBook's, PCs, iPads and business critical applications for Executives in large, multi-location, corporate environment via 1:1 desk side visits, phone, chat and remote Your experience demonstrating proficiency supporting Windows 7, Windows 10, MacOS, MS Office 2016, Office365 Your experience demonstrating proficiency providing in person multi-site video conferencing meeting support Your experience demonstrating proficiency supporting end user collaboration tools, such as Microsoft SharePoint, Teams, and Skype for Business, Surface Hub and Cisco video conferencing technologies Your experience demonstrating expert level customer services skills, communication written and verbal Your experience demonstrating proficiency supporting mobile devices utilizing iOS and Android operating systems Your experience demonstrating proficiency working independently, with minimal guidance. Ability to identify and resolve key issues using partial or conflicting data and pattern recognition.
Ability to take a broad perspective to problems to identify and document new, less obvious solutions. Your clear and innovative thinking, with excellent collaboration and communications skills The Value You Deliver Providing technology support onsite, remotely, at home offices or properties by resolving moderately complex to highly complex technical issues and problems Demonstrating an expert ability to manage the needs of multiple requests to create an effective schedule and successfully adapt to changing that schedule on short notice as situations change Demonstrating an expert ability to provide efficiency suite training to your business partners Demonstrating an expert ability to provide hardware support, printer support, application, collaboration software and mobile support on Windows, Apple, HP and Cisco platforms Researching innovative SW and HW solutions which provide value to the efficiency of the leadership team Collaborating with 3rd level support teams and across the organization to troubleshoot highly complex issues and identify technology solutions Providing 24x7 on call support and services as part of a rotation or via direct contact from the business partners Supporting IT projects, including but not limited to: office moves, data recovery, hardware and software testing, product migrations and delivery, offsite event support, home office support, etc. At Fidelity, we are focused on making our financialexpertise broadly accessible and effective in helping people live the livesthey want.
We are a privately held company that places a high degree of valuein crafting and nurturing a work environment that attracts the best talent andreflects our commitment to our associates. We are proud of our diverse and inclusivework environment where we respect and value our associate for theirunique perspectives and experiences. For information about working at Fidelity,visit FidelityCareers.com.
FidelityInvestments is an equal opportunity employer.